Rachna Panwar
New Delhi
Summary
Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals.
Overview
11
11
years of professional experience
Work History
Executive Relationship Management
American Express
09.2018 - Current
- Drove front-line sales in Consumer Cards, consistently exceeding monthly targets via consultative selling
- Executed timely and effective sales activities, showcasing a proactive approach to achieving and surpassing performance metrics
- Tracked and reported sales performance, monitoring pipeline dynamics, acquisition results, and market conditions for informed decision-making
- Facilitated seamless onboarding of new customers, addressing application processing issues as the primary interface between Amex and the customer
- Maintained comprehensive knowledge of products and competition, ensuring a competitive edge in sales engagements and staying informed on industry trends
- Managed costs associated with third-party relationships, ensuring efficient resource allocation and cost-effectiveness
- Engaged with premium customers, delivering positive experiences while acquiring new customers
- Implemented quality assurance measures, ensuring third-party services meet or exceed established standards
- Led and assisted in the end-to-end project, surpassing targets by achieving 110% of set objectives
- Streamlined third-party processes, optimizing performance metrics and overall operational effectiveness
- Achieved and surpassed data penetration targets, demonstrating effective strategies and exceeding established goals
- Ensured third-party relationships comply with relevant regulations and standards, mitigating legal and compliance risks
- Proactively identified and managed potential conflicts of interest, ensuring transparency and adherence to ethical standards
- Developed robust monitoring mechanisms, tracking the performance of third-party partners and providing regular reports
- Led the precise alignment of third-party services with American Express standards, notably enhancing overall satisfaction.
Assistant Manager
Teleperformance
04.2018 - 08.2018
- Directed precise training schedules aligned with organizational objectives, optimizing workforce efficiency
- Achieved certification benchmarks by collating trainer feedback, ensuring a highly skilled team
- Enforced standard operating procedures for heightened productivity on the production floor
- Conducted regular refresher sessions and analyzed reports for continuous improvement
- Managed client-specific campaigns with adaptability and responsiveness
- Led a team, conducting workshops for continuous performance enhancement
- Aligned team achievements with targets in monthly reviews, emphasizing continuous improvement
- Coordinated effectively with clients, enhancing satisfaction and collaboration
- Implemented engaging activities, fostering a positive work environment.
Senior Trainer
Intelenet Global Services
04.2016 - 03.2018
- Developed and implemented comprehensive training programs for Amex card sales, ensuring alignment with organizational objectives and industry best practices
- Led training sessions for sales teams, focusing on consultative selling techniques, product knowledge, and effective customer engagement strategies to drive card acquisition
- Created and updated training resources, including manuals, presentations, and e-learning modules, to keep the sales team informed on the latest product features, market trends, and sales methodologies
- Conducted regular assessments and evaluations to measure the effectiveness of training programs, providing constructive feedback to enhance the skills and performance of sales representatives
- Collaborated with cross-functional teams to identify training needs, address challenges, and implement targeted solutions to optimize sales team performance and overall card acquisition results.
Process Trainer
Serco BPO
07.2013 - 03.2016
- Managed training delivery schedules by planning and implementing a comprehensive training calendar for the sales process, ensuring alignment with organizational goals.
- Organized regular refresher sessions based on team performance and Defect Analysis Reports, driving continuous improvement in the sales team's skills and knowledge.
- Managed ongoing campaigns in accordance with client requirements, showcasing adaptability and responsiveness to client needs.
- Ensured timely completion of training as per the set timelines defined by the Training Calendar, contributing to the overall effectiveness of the training program.
- Implemented rapid-fire quizzes and engaging employee activities, enhancing the team's knowledge retention
Account Coordinator
Serco BPO Pvt. Ltd.
10.2012 - 06.2013
- Achieved and surpassed sales targets by expertly selling American Express credit cards through impactful consultative strategies
- Consistently met sales and quality objectives, emphasizing a dedication to delivering high-quality service and ensuring target achievement
- Proactively addressed and resolved critical issues, taking escalations to ensure prompt and effective solutions, thereby maintaining customer satisfaction
- Cultivated strong customer relationships throughout the credit card sales process, contributing to a positive customer experience and fostering long-term loyalty
- Managed training delivery schedules by planning and implementing a comprehensive training calendar for the sales process, ensuring alignment with organizational goals
- Organized regular refresher sessions based on team performance and Defect Analysis Reports, driving continuous improvement in the sales team's skills and knowledge
- Managed ongoing campaigns in accordance with client requirements, showcasing adaptability and responsiveness to client needs
- Ensured timely completion of training as per the set timelines defined by the Training Calendar, contributing to the overall effectiveness of the training program
- Implemented rapid-fire quizzes and engaging employee activities, enhancing the team's knowledge retention.
Education
MBA -
Symbiosis Institute of Business Management
B.Com -
Delhi University
Skills
- Effective Communication
- Positive Team Player
- Quick learner
- Flexible and self motivated
- Business Acumen and Partnership
- Management
- Project Management
- Industry Insight
- Strategic Planning
- Organizational Skills
- Product Knowledge
- Customer Service
- Client Retention
- Data Analysis
- Market Research
- Decision Making
- Sales Strategy
Contact - Profile
Results-driven sales professional with a decade of experience in exceeding sales targets through consultative selling in diverse channels. Proven expertise in product strategy, portfolio management, and optimizing sales. Skilled in driving engagement through effective sales campaigns, and data analytics. Seeking a Marketing Analyst role to leverage analytical skills and strategic thinking for impactful marketing strategies.
Timeline
Executive Relationship Management
American Express
09.2018 - Current
Assistant Manager
Teleperformance
04.2018 - 08.2018
Senior Trainer
Intelenet Global Services
04.2016 - 03.2018
Process Trainer
Serco BPO
07.2013 - 03.2016
Account Coordinator
Serco BPO Pvt. Ltd.
10.2012 - 06.2013
MBA -
Symbiosis Institute of Business Management
B.Com -
Delhi University
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